by Colin Shaw | Oct 1, 2015 | Customer Experience, Experience Design, Expert's Insights, experts insights, Management, Net Promoter Score®, Thought Leadership
If you had the choice of doing something the easy way or the hard way, and you didn’t have to do anything morally, ethically, or legally wrong to do it the easy way, which would you choose? My guess is the majority of you would say take the easy way. I certainly...
by Colin Shaw | May 6, 2013 | Net Promoter Score®
NPS®/CSAT attitudinal measures (I use the terms interchangeably) are all very well but companies make a fatal error when they confuse Output with Input in the design of their touchpoint metrics. Too many times I have seen companies try to apply an NPS®/CSAT measure to...
by Colin Shaw | Nov 21, 2012 | Customer Satisfaction, Net Promoter Score®
Over the past 7 years of analysing emotions, Beyond Philosophy has built up a wealth of experience on how to measure emotions and how to understand what drives emotion. However, there is no point in looking at emotion unless it drives value to your business. So with...
by Colin Shaw | Oct 3, 2012 | Net Promoter Score®
For some firms Customer Effort Score (CES) may appear as the next Net Promoter Score®. The compelling proposition is that firms should not obsess so much about ‘delighting’ customers as get the basics right! Make it easy or effortless for them. This is all well...
by Colin Shaw | Jun 20, 2012 | Net Promoter Score®
Classically firms are inward focusing asking questions such as how satisfied are our customers or how likely are they to recommend US. These are all great questions but they all suffer the same problem, they do not differentiate your company in terms of the market....
